GK
Gift K
1 reviews | Active since Oct 2013
04 Jan 2022, 11:41
2nd claim declined
Claimed 3 years ago and they tried to find every reason under the sun to not approve my claim. Claimed on the 2nd of the month and like history repeating itself claim declined. I was at a family braai with my in-laws and friends. Charged my phone in one of the bedrooms and it was ******. I was asked and answered honestly to say that anybody has access to the rooms in the house and was advised that I left the phone unattended in a house were people are able to go in and out of the rooms. Now this is a family house and I am also a guest there. Not sure what I was suppose to do. I will be taking this to the Ombud and to my lawyers this is *******.
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Replies (3)
24Hour Mobility Cellphone Insurance's replyOfficial
04 Jan 2022, 12:41Dear Gift Kungoane,
Thank you for bringing this matter to our attention,
When looking at the claims history I can see that the claim in 2018 was originally declined for usage however after confirmation of porting was received the claim was approved and a new device was provided.
The Underwriter who processes the claim is bound by the policy wording and can only approve a claim which meets the policy wording obligations. Should it be found that the policy obligations have not been met or that the client is claiming on a matter excluded from the cover of the policy the underwriter has no other option but to decline the claim.
With regards to your current claim it is unfortunate that the policy wording excludes theft of the device when left unattended in a public area on charge . The wording specifically states the below:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
v) Loss or damage arising from the MOBILE DEVICE not being safeguarded whilst being charged.
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
As the device was left unattended whilst being changed at a social occasion the underwriter, being bound by the terms of the policy, has had no other option but to decline the claim.
The declination letter provided by the underwriter will contain the options available to you in order to take the matter further. In addition you are welcome to take the matter up with the ombudsman for short term insurance should you feel unfairly treated.
I am sorry that I am not able to furnish you with a more favorable outcome to the claim.
As the broker I cannot over turn the decision of the underwriter and can only assist with policy administration assistance.
Kind Regards,
24 Hour Mobility Team
Thank you for bringing this matter to our attention,
When looking at the claims history I can see that the claim in 2018 was originally declined for usage however after confirmation of porting was received the claim was approved and a new device was provided.
The Underwriter who processes the claim is bound by the policy wording and can only approve a claim which meets the policy wording obligations. Should it be found that the policy obligations have not been met or that the client is claiming on a matter excluded from the cover of the policy the underwriter has no other option but to decline the claim.
With regards to your current claim it is unfortunate that the policy wording excludes theft of the device when left unattended in a public area on charge . The wording specifically states the below:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
v) Loss or damage arising from the MOBILE DEVICE not being safeguarded whilst being charged.
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
As the device was left unattended whilst being changed at a social occasion the underwriter, being bound by the terms of the policy, has had no other option but to decline the claim.
The declination letter provided by the underwriter will contain the options available to you in order to take the matter further. In addition you are welcome to take the matter up with the ombudsman for short term insurance should you feel unfairly treated.
I am sorry that I am not able to furnish you with a more favorable outcome to the claim.
As the broker I cannot over turn the decision of the underwriter and can only assist with policy administration assistance.
Kind Regards,
24 Hour Mobility Team
24Hour Mobility Cellphone Insurance's reply04 Jan 2022, 12:41
Official
Dear Gift Kungoane,
Thank you for bringing this matter to our attention,
When looking at the claims history I can see that the claim in 2018 was originally declined for usage however after confirmation of porting was received the claim was approved and a new device was provided.
The Underwriter who processes the claim is bound by the policy wording and can only approve a claim which meets the policy wording obligations. Should it be found that the policy obligations have not been met or that the client is claiming on a matter excluded from the cover of the policy the underwriter has no other option but to decline the claim.
With regards to your current claim it is unfortunate that the policy wording excludes theft of the device when left unattended in a public area on charge . The wording specifically states the below:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
v) Loss or damage arising from the MOBILE DEVICE not being safeguarded whilst being charged.
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
As the device was left unattended whilst being changed at a social occasion the underwriter, being bound by the terms of the policy, has had no other option but to decline the claim.
The declination letter provided by the underwriter will contain the options available to you in order to take the matter further. In addition you are welcome to take the matter up with the ombudsman for short term insurance should you feel unfairly treated.
I am sorry that I am not able to furnish you with a more favorable outcome to the claim.
As the broker I cannot over turn the decision of the underwriter and can only assist with policy administration assistance.
Kind Regards,
24 Hour Mobility Team
Thank you for bringing this matter to our attention,
When looking at the claims history I can see that the claim in 2018 was originally declined for usage however after confirmation of porting was received the claim was approved and a new device was provided.
The Underwriter who processes the claim is bound by the policy wording and can only approve a claim which meets the policy wording obligations. Should it be found that the policy obligations have not been met or that the client is claiming on a matter excluded from the cover of the policy the underwriter has no other option but to decline the claim.
With regards to your current claim it is unfortunate that the policy wording excludes theft of the device when left unattended in a public area on charge . The wording specifically states the below:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
v) Loss or damage arising from the MOBILE DEVICE not being safeguarded whilst being charged.
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
As the device was left unattended whilst being changed at a social occasion the underwriter, being bound by the terms of the policy, has had no other option but to decline the claim.
The declination letter provided by the underwriter will contain the options available to you in order to take the matter further. In addition you are welcome to take the matter up with the ombudsman for short term insurance should you feel unfairly treated.
I am sorry that I am not able to furnish you with a more favorable outcome to the claim.
As the broker I cannot over turn the decision of the underwriter and can only assist with policy administration assistance.
Kind Regards,
24 Hour Mobility Team
GK
Gift K's updateReviewer Update
05 Jan 2022, 14:04kindly forward the repudiation letter that i need to send to the Ombud and my lawyer please. As per telephonic conversation i was advised that i would receive this and i still have not. Please also note that the policy wording does not favour us as your client as its unreasonable and is not in line with TCF. kindly forward the necessary so that i can take the matter further. To correct you, the claim in 2018 was because you guys wouldnt take the proof i furnished you with advising that my number had been ported. Trauma from being held at gun point then having to run around. Please forward the repudiation letter asap as advised by you, kindly forward this before close of business thanx. will ask my lawyer to also be in contact with you.
GK
Gift K's update05 Jan 2022, 14:04
Reviewer Update
kindly forward the repudiation letter that i need to send to the Ombud and my lawyer please. As per telephonic conversation i was advised that i would receive this and i still have not. Please also note that the policy wording does not favour us as your client as its unreasonable and is not in line with TCF. kindly forward the necessary so that i can take the matter further. To correct you, the claim in 2018 was because you guys wouldnt take the proof i furnished you with advising that my number had been ported. Trauma from being held at gun point then having to run around. Please forward the repudiation letter asap as advised by you, kindly forward this before close of business thanx. will ask my lawyer to also be in contact with you.
24Hour Mobility Cellphone Insurance's replyOfficial
05 Jan 2022, 15:33Dear Gift Kungoane,
Thank you for letting us know that you have not yet received the repudiation letter from the underwriter.
Please be advised that I will contact a supervisor at the underwriters office and request that they send you the repudiation letter as soon as possible today.
Kind Regards,
Thank you for letting us know that you have not yet received the repudiation letter from the underwriter.
Please be advised that I will contact a supervisor at the underwriters office and request that they send you the repudiation letter as soon as possible today.
Kind Regards,
24Hour Mobility Cellphone Insurance's reply05 Jan 2022, 15:33
Official
Dear Gift Kungoane,
Thank you for letting us know that you have not yet received the repudiation letter from the underwriter.
Please be advised that I will contact a supervisor at the underwriters office and request that they send you the repudiation letter as soon as possible today.
Kind Regards,
Thank you for letting us know that you have not yet received the repudiation letter from the underwriter.
Please be advised that I will contact a supervisor at the underwriters office and request that they send you the repudiation letter as soon as possible today.
Kind Regards,